DE19844223A1 - Telephone-based information retrieval device by voice input recognises input speech, searches local database and connects to different information source if information is not present - Google Patents

Telephone-based information retrieval device by voice input recognises input speech, searches local database and connects to different information source if information is not present

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Publication number
DE19844223A1
DE19844223A1 DE1998144223 DE19844223A DE19844223A1 DE 19844223 A1 DE19844223 A1 DE 19844223A1 DE 1998144223 DE1998144223 DE 1998144223 DE 19844223 A DE19844223 A DE 19844223A DE 19844223 A1 DE19844223 A1 DE 19844223A1
Authority
DE
Germany
Prior art keywords
information
voice input
local database
database
transmitting
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Withdrawn
Application number
DE1998144223
Other languages
German (de)
Inventor
Axel Susen
Stefan Brock
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
PUNKT GES fur SOFTWARE MBH S
Original Assignee
PUNKT GES fur SOFTWARE MBH S
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by PUNKT GES fur SOFTWARE MBH S filed Critical PUNKT GES fur SOFTWARE MBH S
Priority to DE1998144223 priority Critical patent/DE19844223A1/en
Publication of DE19844223A1 publication Critical patent/DE19844223A1/en
Withdrawn legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
    • G10L21/00—Processing of the speech or voice signal to produce another audible or non-audible signal, e.g. visual or tactile, in order to modify its quality or its intelligibility
    • G10L21/06—Transformation of speech into a non-audible representation, e.g. speech visualisation or speech processing for tactile aids
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/40—Electronic components, circuits, software, systems or apparatus used in telephone systems using speech recognition
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/60—Medium conversion
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/12—Arrangements for interconnection between switching centres for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal

Abstract

The device includes a central data processing unit (DV), a speech input/output unit (E/A), a transmitter-receiver (S/E), a database (DB), a speech recognition algorithm (ALG1) and a misuse prevention algorithm (ALG2). The device recognises input speech, searches the local database for the required information, and provides it to the customer acoustically via the speech input/output unit. If the sought information is not present in the database, the correct context of the query is checked using keywords. If the correct context is detected, the information computer creates a wireless connection to a different information source via the transmitter-receiver.

Description

Die Erfindung betrifft eine Einrichtung zur Informationsabfrage durch Spracheingabe nach dem Oberbegriff des Patentanspruches 1.The invention relates to a device for querying information by voice input the preamble of claim 1.

Es gibt automatische telefonische Informationssysteme, wie z. B. eine Fahrplanauskunft. Dabei wird durch automatische Spracherkennung und Dialogsysteme der Wunsch des Informationssuchenden erfragt und die zugehörige Antwort mittels Sprachsynthese dem Hilfesuchenden zur Verfügung gestellt.There are automatic telephone information systems, such as. B. a timetable information. Through automatic speech recognition and dialogue systems the wish of the Information seekers asked and the corresponding answer to the speech synthesis Help seekers provided.

Eine andere zeitgemäße Methode ist die Abfrage von Informationen in Call-Centern, wo Berater gezielt Fragen zu bestimmten Fachgebieten beantworten. Ein weiteres bekanntes Verfahren - ohne die Komponente Telefon - ist die direkte Befragung von Personal an Informationspunkten oder in Geschäften.Another contemporary method is to query information in call centers where Advisors can answer specific questions about specific subject areas. Another well known Procedure - without the telephone component - is the direct questioning of staff Information points or in shops.

Der Erfindung liegt die Aufgabe zugrunde, einerseits die Vorteile der verschiedenen Verfahren zu kombinieren, andererseits den überlasteten Mitarbeitern von Call-Centern und Geschäften die Arbeit zu erleichtern.The invention is based on the object, on the one hand, the advantages of the various Combine procedures, on the other hand, the overloaded employees of call centers and To make business easier.

Die Einrichtung, die erfindungsgemäß diese Aufgabe löst, besteht aus einer zentralen Einheit zur Datenverarbeitung (DV), eine Einheit zur Sprachein- bzw. -ausgabe (E/A), einer Sende- und Empfangsvorrichtung (S/E), einem Algorithmus zur Spracherkennung (ALG1), einer Informationsdatenbank (DB) und einem geeigneten Algorithmus (ALG2), der die mißbräuchliche Nutzung der Einrichtung ausschließen soll. Diese Einrichtung wird im Text auch als Informationscomputer bezeichnet. Er befindet sich bevorzugt in Fachmärkten oder anderen Dienstleistungsbetrieben, in denen sonst qualifizierte Mitarbeiter notwendig sind, um Fachinformationen bzw. Produktinformationen zur Verfügung zu stellen. The device that solves this problem according to the invention consists of a central unit for data processing (DV), a unit for voice input and output (I / O), a transmission and receiving device (S / E), an algorithm for speech recognition (ALG1), one Information database (DB) and a suitable algorithm (ALG2) that the to rule out improper use of the facility. This facility is in the text also referred to as an information computer. It is preferably in specialist stores or other service companies, where otherwise qualified employees are necessary to To provide specialist information or product information.  

Die interessierte Klientel nimmt die Einheit zur Sprachein- und -ausgabe aus ihrer Halterung. Der Informationscomputer aktiviert sich entweder automatisch oder wird durch einen optionalen Schalter aktiviert. Die Frage nach der gesuchten Information wird nun per Sprache eingegeben. Ein Algorithmus zur Spracherkennung erkennt die Frage und anschließend wird die lokale Informationsdatenbank nach der gewünschten Information durchsucht. Liegt die Information vor, wird sie dem Kunden durch die Sprachein/aus- gabeeinheit zur Verfügung gestellt. Sollte die Information nicht vor Ort verfügbar sein, wird die Sende- und Empfangsvorrichtung aktiviert, welche automatisch eine telefonische Verbindung mit dem Call-Center des Aufstellers des Informationscomputers herstellt. Der Kunde erhält so seine Informationen direkt vom fachkundigen Call Center Agent. Die telefonische Verbindung wird aber nur dann ermöglicht, wenn bei der Spracherkennung ein Zusammenhang zwischen Kundenanfrage und dem angebotenen Service festgestellt werden konnte, z. B. durch die Detektion eines Schlüsselwortes, einer Produktgruppe oder eines Produktnamens. Damit sollen unnötige Telefongebühren eingespart und überflüssige Belastungen des Call-Centers verhindert werden.The interested clientele takes the unit for voice input and output out of its holder. The information computer either activates itself automatically or is activated by a optional switch activated. The question about the information you are looking for is now answered by voice entered. An algorithm for speech recognition recognizes the question and then is searches the local information database for the desired information. Is that Information is available to the customer through the voice input / output unit posed. If the information is not available on site, the send and Receiving device activated, which automatically connects to the telephone Establishes the call center of the operator of the information computer. The customer receives his Information directly from the expert call center agent. The telephone connection will but only possible if there is a connection between speech recognition Customer inquiry and the service offered could be determined, e.g. B. by the Detection of a keyword, a product group or a product name. In order to should save unnecessary telephone charges and unnecessary burdens on the call center be prevented.

Fig. 1 zeigt die Funktionsweise der als Informationscomputer bezeichneten Einrichtung. Fig. 1 shows the operation of the device referred to as an information computer.

Fig. 2 zeigt die Komponenten des Informationscomputers. Fig. 2 shows the components of the information computer.

Claims (4)

1. Einrichtung zur Informationsabfrage, dadurch gekennzeichnet, daß sie aus einer zentralen Einheit zur Datenverarbeitung (DV), einer Sprachein/aus- gabeeinheit (E/A), einer Sende- und Empfangsvorrichtung (SIE), einer Datenbank (DB), einem Algorithmus zur Spracherkennung (ALG1) und einem Algorithmus zur Verhinderung der mißbräuchlichen Nutzung (ALG2) besteht, damit diese Einrichtung bei Inbetriebnahme eine Spracheingabe zuläßt, die so eingegebene Sprache erkennt, daraufhin die lokale Datenbank nach der gewünschten Information durchsucht und akustisch mittels Sprachein/aus- gabeeinheit dem Kunden darbringt. Nichtvorhandensein der gesuchten Information in der lokalen Datenbank wird die Frage anhand von Schlüsselwörtern auf den richtigen Kontext überprüft. Falls der richtige Kontext detektiert wird, stellt der Informationscomputer über die Sende- und Empfangsvorrichtung eine drahtlose Verbindung zur einer andern Informationsquelle her.1. Device for querying information, characterized in that it consists of a central unit for data processing (DV), a voice input / output unit (I / O), a transmitting and receiving device (SIE), a database (DB), an algorithm for speech recognition (ALG1) and an algorithm for preventing misuse (ALG2), so that this device allows a voice input during commissioning, recognizes the language thus entered, then searches the local database for the desired information and acoustically by means of a voice input / output unit to the customer. If the information sought is not present in the local database, the question is checked for the correct context using keywords. If the correct context is detected, the information computer establishes a wireless connection to another information source via the transmitting and receiving device. 2. Einrichtung zur Informationsabfrage nach Patentanspruch 1, dadurch gekennzeichnet, daß die Sende- und Empfangsvorrichtung die Verbindung drahtlos mit einer lokalen Basisstation aufnimmt, die dann die telefonische Verbindung zur Informationsquelle herstellt.2. Device for querying information according to claim 1, characterized in that that the transmitting and receiving device connect wirelessly to a local Base station which then takes the telephone connection to the information source manufactures. 3. Einrichtung zur Informationsabfrage nach Patentanspruch 1, dadurch gekennzeichnet, daß die Sende- und Empfangsvorrichtung die Verbindung zur Informationsquelle über Mobilfunk herstellt.3. Device for querying information according to claim 1, characterized in that the transmitting and receiving device via the connection to the information source Manufactures mobile communications. 4. Einrichtung zur Informationsabfrage nach Patentanspruch 1-3, dadurch gekennzeichnet, daß die Einrichtung durch eine Einheit zur Ausgabe von audiovisuellen Informationen ergänzt wird.4. Device for querying information according to claims 1-3, characterized in that the establishment by a unit for the output of audiovisual information is added.
DE1998144223 1998-09-26 1998-09-26 Telephone-based information retrieval device by voice input recognises input speech, searches local database and connects to different information source if information is not present Withdrawn DE19844223A1 (en)

Priority Applications (1)

Application Number Priority Date Filing Date Title
DE1998144223 DE19844223A1 (en) 1998-09-26 1998-09-26 Telephone-based information retrieval device by voice input recognises input speech, searches local database and connects to different information source if information is not present

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
DE1998144223 DE19844223A1 (en) 1998-09-26 1998-09-26 Telephone-based information retrieval device by voice input recognises input speech, searches local database and connects to different information source if information is not present

Publications (1)

Publication Number Publication Date
DE19844223A1 true DE19844223A1 (en) 2000-05-25

Family

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Family Applications (1)

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DE1998144223 Withdrawn DE19844223A1 (en) 1998-09-26 1998-09-26 Telephone-based information retrieval device by voice input recognises input speech, searches local database and connects to different information source if information is not present

Country Status (1)

Country Link
DE (1) DE19844223A1 (en)

Cited By (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
DE10035523A1 (en) * 2000-07-21 2002-01-31 Deutsche Telekom Ag Virtual test bed
EP1193961A2 (en) * 2000-09-29 2002-04-03 Rockwell Electronic Commerce Corporation System and method for using a phone to access information in a call center

Cited By (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
DE10035523A1 (en) * 2000-07-21 2002-01-31 Deutsche Telekom Ag Virtual test bed
EP1193961A2 (en) * 2000-09-29 2002-04-03 Rockwell Electronic Commerce Corporation System and method for using a phone to access information in a call center
EP1193961A3 (en) * 2000-09-29 2004-01-14 Rockwell Electronic Commerce Corporation System and method for using a phone to access information in a call center
US8041023B1 (en) 2000-09-29 2011-10-18 Aspect Software, Inc. System and method of using a phone to access information in a call center

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